bank training solutions & course catalog - trc...

Bank Training Solutions& Course Catalog

Teller l Fraud l Compliance l Transaction l Custom

published 03.17.20

For over four decades, TRC Interactive has been helping financial institutions, large and small, successfully train their employees by offering a variety of off-the-shelf and customizable online classroom, blended or virtual solutions to meet all their needs, including Teller, Compliance, New Accounts, Lending, Management, and Customer Service.

Our core products deliver training courses to you based on your specific needs. If you would like a complimentary demonstration to determine which products will work the best for your specific institution and training program, contact us by email at [email protected] or by phone at 717.652.3100.

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BankTrainingOnline®

BankTrainingOnline® is TRC Interactive’s complete online library of training courses for banks that are uniquely customized and loaded with enhanced graphics, animation, and special effects. These courses are NOT ONLY for compliance training, but also teller, lending, sales, management, customer service, Board of Directors, etc. They engage and involve your employees to increase retention and performance and are also the least expensive on the market.

BankTrainingOnline® courses are not just pages of text. There is a great deal of interactivity, including activities. Course content is designed at proper reading/comprehension levels for adult learners and presented in manageable segments with a logical progression. In addition, Review text of the verbiage of each course can be printed. This is helpful for you as the administrator to show Examiners what a particular course covers, but it is also a great resource for your employees who learn best by reading.

Some of the many benefits of BankTrainingOnline® are that it reduces required time for training, provides flexible and consistent training, and promotes a higher retention through the use of proven adult learning principles and interactive learning experiences.

Big Picture Conversations Online™

One of the keys to conversations with business owners is to see the “big picture” of the business from the owner’s perspective – the economic and physical context in which the owner runs the business; the external influences that affect owner decisions and business health; the relationships between the company and its suppliers, members, employees, owners, and regulators; and the critical elements of its cash cycle.

Normally, developing this perspective takes years of experience talking to business owners, and blending learning developed through many conversations.

TRC Interactive’s Big Picture Conversations Online™ is a training program that will significantly shorten that process, helping participants develop conversational confidence based on:

A visual frame of reference for how a business operates

An organized flow of questions and conversations that draw out important information about businesses and owners – visions, goals, people, products, and payment cycles

Increased ability to connect business owners’ operations and challenges to financial institution products and services that can address them

Participants work through a dynamic series of activities built around a visual representation of a business. Segments include What Do You See, What Could We Ask, Challenges and Solutions, and role play conversations to conduct with businesses. Using audio, video, graphics, simulations, and animation, this highly interactive training program will produce the results you envision!

Modules include: Discover the Story of the Business, What Questions Could You Ask, The Cash Flow Cycle, Cash Flow Differences, Develop Your Questioning Skills, The Graceful Transition, Develop Your Dream Business, Big Picture Conversations Online, and Where Do You Go From Here.

Board of Directors Courses PDF/Print VersionYou may find your Board of Director members are intimidated or reluctant to take their required courses online. TRC has solved your

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problem. We have created PDF versions of the Board of Directors courses, including the final exams, which you can print for distribution. The final exam(s) can be taken online or on paper and the results can be entered into Training Central™ for record keeping and reporting.

A very affordable alternative to meet your compliance needs.

Custom Advantage™

Engage your staff with interactive, fully customized courses that are designed by you with Custom Advantage! TRC has developed a technique that allows financial institutions of all sizes to develop courses at a price that rivals “off-the-shelf” products. TRC Interactive collaborates with you to achieve a standard of excellence in training, and consistently high performance across the financial institution – all while potentially lowering the cost!

TRC Interactive’s years of training design experience combined with being the leader in working with financial institutions provides you with technology and practical experience to identify opportunities in your financial institution, and initiate major training improvements. We are trusted by financial institutions of every size to produce the high quality yet affordable course content needed to roll out successful training programs quickly and affordably. Our Development Team can conduct a needs analysis, author original training material, produce highly engaging and interactive eLearning content, deploy your training, and provide you with world-class service and support.

The Customer Experience™

The Customer Experience™ is a complete training program of online modules to instruct your staff in meeting customer needs and providing service. The Customer Experience™ includes audio, videos, graphics, animation, and special effects that

will engage and involve your employees so the user experience is the best. As a result, they will have higher retention and improved performance.

Modules include: Right Place, Perfect Position, Your Unique Customer, Adjusting Your Style, Being Professional, The First 10 Seconds, Gaining Insight, Focused Listening, Offering Solutions, Overcoming Objections, and Closing and New Beginnings.

The Personal Experience Guide accompanies each module. The Guide will reinforce the module presentations and will include Review Text, a Personal Journal, Interactive Exercises, Professional Tips, and a Social Media component.

First Line of Defense™

First Line of Defense™ is a web-based learning program designed to increase your staff’s awareness of fraudulent activity that leads

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to loss for your bank. Annual subscriptions provide four quarterly editions.

Included with each edition is ‘Just In’, a focus on a current scam and helps your staff become vigilant and on the lookout.

In addition, Branch Activities are provided and designed for the Manager/Trainer to reinforce the First Line of Defense™ challenges by explaining policy, history, or simply adding practice. They are never referred to in the online fraud detection training program, and are yours to alter to suit your own circumstances, use as is, or not use at all! They are a recommended complement to First Line of Defense™ and, when used in the branch, provide even greater retention of key fraud-prevention techniques and opportunities to focus on your own policies.

Since check fraud, counterfeiting, scams, and not placing appropriate holds are among the fastest growing problems affecting our financial system, guard against these losses by properly training your staff!

First Line of Defense Prevention Series™

In today’s retail banking environment, fraud is not only billions of dollars lost, but it also is a pervasive and growing enterprise. It is a daily assault where variations of old fraud themes combine with new technology. Only heightened detection techniques and prevention methods will protect financial institutions from this growing and expensive menace. In less than a year, TRC Interactive’s First Line of Defense™ demonstrated a remarkable effect on lowering fraud’s rising cost.

Now, for the first time, TRC Interactive is adding a much in-demand Fraud Prevention Series for ongoing training. The Fraud Prevention Series is a library of online courses designed specifically to increase awareness and teach

prevention techniques to retail personnel. The interactive training series includes anti-money laundering, identity theft, awareness of ATM devices, elderly abuse fraud, and much more. Integrated into your training plan, the Fraud Prevention Series is ideal for Service Representatives, Tellers, back office, and nearly all retail employees. An effective weapon for fraud prevention and a necessary ingredient for lowering fraud costs, the Fraud Prevention Series effectively trains your staff that truly is your ‘first line of defense’!

TellerSolutionOnline™

TellerSolutionOnline™ is TRC Interactive’s efficient and cost-effective solution for teller training. TellerSolutionOnline™ improves teller performance while significantly reducing training costs, and can be totally customized to the financial institution’s needs. It is an engaging and creative program using the most up-to-date and complete training methods in a true multimedia format, including audio and video.

TRC has been developing the teller training program with updates at least annually to keep up with the changes in currency, procedures, and the latest financial industry requirements. TellerSolutionOnline™ includes 21 thorough modules, each using advanced training features that are highly interactive and learner-paced with measured progress. TellerSolutionOnline™ also uses mentoring, and TRC Interactive’s exclusives, including positive feedback, remedial reinforcement, and gateways that permit you to change key material - even by branch! There is a version of TellerSolutionOnline™ for EVERY budget and is currently being used by hundreds of financial institutions throughout the country.

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In addition to our training products, we also offer a variety of other training tools and services that make your job as a trainer as easy as possible.

TRAINING SERVICES

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KnowledgePad™

TRC Interactive is very happy to provide KnowledgePad™ – your way to fully customize your courses to suit your needs!

TRC’s KnowledgePad™ is a development tool that allows your financial institution to add unique content to any page in TRC Interactive courses. While the courses your students take will continue to be maintained to meet the ever-changing regulatory standards, you now have the ability to integrate your policies and procedures into a course.

Switch Assist™

With Switch Assist™, TRC Interactive staff will load all of your employee data, branch information, branch locations, and much more into TRC’s Learning Management System. This includes your employee names, user ID’s, other administrators, job categories, training schedules and due dates, locations and other pertinent information.

Training Central™Training Central™ is our online Learning Management System that comes with any of our training solutions.

It provides full management and tracking capabilities and maintains a record of all participant and administrative activity. Customizable, real-time reports can be generated and viewed onscreen, filtered and sorted in a variety of categories. All reports are downloadable to print or save.

In addition, with Training Central™, you have the ability to upload and track your own training, policies, continuing education credits, etc. Training Central™ has all of your administrative functions available to you in one convenient place!

Custom ContentTraining Central™ enhancements include your ability to upload Custom Content – Word documents, PDFs, Power Point Presentations, Excel documents, and online courses you have created.

TRC can add programming that requires your employee to acknowledge receipt/reading of a document and/or we can create a final assessment of your training. The scheduling of your training and reporting of how well the employee did will be managed by you in Training Central™.

In addition, another enhancement is your ability to Track Other Training. You can track training your employees have taken (webinars, seminars, in-house training, etc.) and this will be incorporated into your training reports.

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Whatever your needs, TRC Interactive can create a custom training program uniquely designed for you. We have won numerous awards, not only for our training initiatives, but for our valued clients as well! Video, audio, animation, custom graphics, online, blended...TRC Interactive can do it all for you. From a simulation of your transaction system, to account opening, to call center training, to ethical conduct and compliance, TRC has created one-of-a-kind solutions to meet our client’s needs – saving them time and money.

There are several keys to successful customization. First is understanding. Before any time is spent by your financial institution, TRC staff immerses themselves in the uniqueness of the business line and especially, in the point of view of the user. What are their constraints? What is their current online learning experience? What is the environment? Once the uniqueness of the line of business has been synthesized, discussions with your Subject Matter Experts begin at a higher level, are sensitive, and minimize your time commitments.

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The second key to success is process. TRC Interactive creates not only a workflow process designed to maximize customization, but also the fundamental structure of its live, blended, or online courses to be customized!

The third key to customization success is sensitivity. TRC has a heightened awareness of terminology, organization, external pressures, differences in the organization, and factors that differentiate TRC from the “cookie cutter approaches” from other developers.

Combined, TRC Interactive’s experience and understanding of how to uniquely customize for you is unparalleled in the industry.

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TRC Interactive Facilitated Rapid Growth A major southeastern bank was replacing the teller, platform (CSR), and loan systems all at the same time, with a phased roll out planned a region at a time. The project presented the challenge of nearly every staff member of the institution with limited training time, not enough training facilities or facilitators, and the need for high proficiency when the systems were changed over. TRC Interactive developed a multi-pronged blended learning approach that included:

• Online learning modules that could be delivered in the branches to minimize the time away from the branch, be delivered in short modules to be able to complete during slow times during the day, and allowed for ongoing practice and refreshers just prior to going live.

• Classroom training (Train the Trainer) to learn additional transactions and how to use the resources available in the branch.

• Champions that were trained as Subject Matter Experts who were in the branches to deliver additional training, answer questions, and who were available to ensure a smooth transition when the system was launched.

• Job aids that became the back bone of the additional resources for quick reference of step-by-step instructions on processing transactions.

TRC Interactive Created Rapidly Deployed Learning Solution for a Substantial 400+ Branch Bank Acquisition A top five bank headquartered on the east coast was acquiring a substantial bank that was located on the west coast. Due to an intensely compressed timeline for the acquisition, the availability of rental space,

and the significant costs associated with temporary training facilities, TRC Interactive was presented with the challenge of preparing tellers to use entirely new operating systems – notably the transaction system that was native to the acquiring institution. Using simulation based training, the tellers that had previously worked for the acquired bank were able to take training in their own branches prior to the acquisition taking place. Simulations were available for tellers to take at their own pace, provided tremendous practice opportunities and included assessments to provide the confidence that they were appropriately trained. On “opening day”, our client reported tellers were confident, provided a great customer experience, had low error rates, and considered the transaction training to be a complete success.

TRC Interactive and Client Bank Earn Brandon Hall Award for Best Results of a Learning Program A bank that spans from the east to west coast wanted to eliminate the in-class new hire teller program and have only a boot camp for 1-2 days at the end of training to reinforce the customer service skills through role plays in the classroom. The online learning solution consisted of 30 modules of policy, procedure, and system components that were completed in levels, with access to the next level only upon successful completion of the previous level.

Policies and procedures were reinforced in the transaction modules to help the learner understand how acceptable identification and proper endorsements were important to cashing checks, etc. The online learning provided more practice than was previously provided in the classroom training environment and the learning was more targeted to the learner. The result was tellers

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who were much more prepared for success than with the traditional learning. This learning solution earned the Bank and TRC Interactive a Brandon Hall Gold Award for Best Results of a Learning Program.

TRC Interactive Developed Training Foundation for Global Lender A global lender became a Bank Holding Company and needed to establish not only a compliance training plan, but a compliance culture, tailored regulatory training, and a strategy for delivering compliance training consistently and globally. TRC developed an approach to immediately act on the risks identified by Federal Examiners and build a training foundation the client could take ownership of when complete. We then developed regulatory training targeted to the various Business Segments and created customized reports in their Learning Management System to track progress and delinquency to have a clear picture of training completed with the touch of a button. We implemented a series of video executive interviews and other communications to help staff understand and build a compliance culture, and addressed the global training needs with translations and various tailored versions of training to meet the regulatory training needs targeted not only by Business Segment, but to geographical locations as well.

TRC Interactive Developed Training Incorporating Major Bank Systems A major financial institution with retail locations throughout the U.S. implemented a new system that incorporated all legacy systems into a single 360 degree view of their clients’ relationships to be used by all retail

and call center staff. Due to the magnitude of the project, the various systems components were rolled out over a period of four years. TRC Interactive developed a unique learning solution that taught learners to use the new systems, but also reinforced the referral and sales aspects that were the driver for the bank making such a change and investment. Learners were introduced to clients in the online module and then over the course of the four year project were given opportunities to learn more about the clients and their banking needs and watch as the relationships deepened with the clients presented in the modules. The practice opportunities with the simulated training system allowed learners to practice as much as they needed to meet the required level of success, while also integrating the sales and service aspects. The overall learning solution ended with an interactive Action Maze that measured the long term retention of both the system aspects as well as the ability to recognize opportunities and make the appropriate recommendations to clients. Learners were motivated not only by the score and feedback, but also by the measurement of the “commission” earned in the simulated Action Maze.

TRC Interactive Helps West Coast Bank Track Referrals A west coast bank shifted to a sales culture that included a requirement for tellers to produce a certain number of qualified referrals per month. They needed a way to train all of their existing tellers to recognize the various clues that help identify qualified leads. So TRC Interactive created a series of non-audio based modules that would allow tellers to take the comprehensive training program between waiting on customers. The learning solution began with a game-based approach to teaching tellers to understand the features and benefits of the products and services offered by the bank. They moved

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next into recognizing clues of the account, transaction items, customer, and life status. Then they were presented with a series of customers to identify clues, match it with a product, articulate the benefit, overcome objections, and ask for commitment to make a referral. Because of the highly-interactive nature of the course, tellers enjoyed the learning process and became proficient and comfortable with the referral process.

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We offer an extensive library of online training courses to meet all your training needs that are available through our training products.

Our courses are updated regularly and we are continually adding new ones based on the needs and suggestions from our valued clients.

TRAINING COURSES

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BankTrainingOnline® Compliance Courses 14 - 29 Board of Director Courses 30 Lending Courses 31 - 33 Management Courses 34 - 36 New Accounts/Sales Courses 37 - 39 Products and Services Courses 40 Teller Courses 41 - 43

Big Picture Conversations Online™ Module Description/Objectives/Time Commitment 44 - 45

Board of Director’s PDF/Print Version Board of Director’s PDF/Print Version 46

Custom Advantage™ Custom Advantage Demo and Link 47

The Customer Experience™ Module Description/Objectives/Time Commitment 48 - 49

First Line of Defense™ First Line of Defense™ Challenges 50 First Line of Defense Prevention Series Courses 50

TellerSolutionOnline™ Modules Module Description/Objectives/Time Commitment 51 - 54

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BankTrainingOnline® Compliance Courses

ACH OverviewIncluded in CourseThis program is designed to provide financial institution employees with general knowledge related to automated clearing house transactions.

Objectives• Define an ACH transaction• Explain how an ACH transaction works• Understand some of the newer ACH capabilities• Identify the associated risks involved with ACH

transactions

AudienceThis course is especially helpful for any financial institution employee who would like to learn more about ACH including: Branch Managers, Customer Service Personnel, Back Office Staff, and Tellers. Length of CourseTakes 15 to 20 minutes for this course to be completed.

Americans with Disabilities for ManagementIncluded in CourseTopics include background information on ADA, employment practices, exceptions to confidentiality, ADA requirements, and accessibility standards.

Objectives• Explain the purpose of the ADA• List who is protected under the ADA• Recognize your role and responsibility as a bank

employee in overseeing staff with disabilities • Determine the most effective way to communicate

with and accommodate customers and staff with disabilities

• Comply with the ADA when supervising and interviewing employees

AudienceManagement and Supervision and other personnel

Length of CourseTakes about 30 - 45 minutes for this course to be completed.

Americans with Disabilities for StaffIncluded in CourseTopics include background information on ADA, employment practices, exceptions to confidentiality,

ADA requirements, and accessibility standards.

Objectives• Explain the purpose of the ADA• List who is protected under the ADA• Recognize your role and responsibility as an

employee in overseeing staff with disabilities • Determine the most effective way to communicate

with and accommodate customers and staff with disabilities

AudienceTellers, Customer Service Representatives, and other personnel


Anti-Money Laundering Included in CourseThis course provides an introduction and overview of anti-money laundering responsibilities placed on financial institutions and their employees by the U.S. government as defined under the Bank Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control. It is recommended the course be taken first in conjunction with the individual courses related to these topics for personnel in roles requiring specific adherence to this legislation.

Objectives• Correctly identify federal laws and regulations that

apply when opening deposit accounts and their related services

• Fulfill regulatory responsibilities at account openings in support of deterring money laundering and other criminal activities

• Recognize and report suspicious financial activities and transactions while maintaining confidentiality

AudienceIt is especially helpful for (branch) office personnel and anyone who opens deposit accounts and handles questions regarding these accounts and related services.

Length of CourseTakes about 30 minutes for this course to be completed.

Appraisal Laws and GuidanceIncluded in CourseThis program is designed to introduce the appraisal laws and guidance that affect financial institutions.

Objectives• Be able to define the scope of laws and guidance

affecting the appraisal process

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• Understand the many factors affecting appraisers and appraisals

• Be familiar with the rules regarding appraisals and appraisers

• Be able to explain the appraisal independence requirements

AudienceLending personnel, Lending Support staff, Management, Customer Service staff, and other affected staff members.


Appreciating Diversity for ManagersIncluded in CourseThis program is designed for anyone who would like to learn more about diversity in the workplace.

Objectives• Identify and understand the benefits of diversity• Evaluate your own beliefs, attitudes, and values

towards diversity• Identify “diverse voices” in the workplace• Manage a diverse work force effectively

AudienceAll management staff and other staff moving into a management position.


Appreciating Diversity for StaffIncluded in CourseThis program is designed for anyone who would like to learn more about diversity in the workplace.

Objectives• Identify and understand the benefits of diversity• Evaluate your own beliefs, attitudes, and values

towards diversity• Identify “diverse voices” in the workplace

AudienceCustomer Service Personnel, Teller Staff, Back Office Personnel, and all other staff members


Bank Bribery ActIncluded in CourseThis course is designed for anyone who needs or is

interested in learning about the purpose of the Bank Bribery Act, and the code of conduct and penalties for non-compliance with the guidelines.

Objectives• Explain the background of the Bank Bribery Act• Describe the purpose of the Act• Describe the importance of a code of conduct

AudienceManagement and Supervision, Financial Institution Officers and other personnel


Bank Protection ActIncluded in CourseThis course is designed for anyone interested in learning about the procedures for ensuring the security of the financial institution and its branch offices.

Objectives• Define the purpose and goals of a security

program • Explain the function of the Security Officer • Outline the procedures for opening and closing a

branch office • List the procedures to be followed during and after

a robbery • Explain how to lessen the danger of kidnapping or

hostage taking

AudienceManagement and Supervision, Tellers and other personnel


Bank RobberyIncluded in CourseThis course is designed for anyone who needs or is interested in robbery prevention and procedures to be followed before, during, and after a robbery.

Objectives• Be aware of the importance of practicing certain

skills needed to help prevent a robbery• Act appropriately during a robbery if you are a

victim• List the procedures to be followed after a robbery


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Bank Secrecy Act for Customer Service RepresentativesIncluded in CourseTopics include information about the Bank Secrecy Act, as it applies to Customer Service Representatives.

Objectives • Identify the features of the Bank Secrecy Act, and

its purpose• List the compliance programs required by the Bank

Secrecy Act• Understand how to complete and submit required

Bank Secrecy Act reports• Select the timeframes and procedures for

maintaining Bank Secrecy Act reports• Assess why Bank Secrecy Act reports are required

AudienceIt is especially helpful to branch office personnel, Management, Supervision, Customer Service Representatives, and Platform Personnel.

Length of CourseTakes about one hour for this course to be completed.

Bank Secrecy Act for LendersIncluded in CourseTopics include background of BSA and money laundering, roles of government agencies, BSA reporting, CTR exemptions, and monetary instruments.

Objectives• Explain the purpose of the Bank Secrecy Act• Describe the responsibilities of financial institutions

and lending personnel to comply with the Bank Secrecy Act

• Recognize and report suspicious financial activities and transactions that originate from lending activity

AudienceThis is designed for anyone who needs to learn the provisions of the Bank Secrecy Act. It is especially helpful for commercial and consumer lenders, branch staff who originate loans, and personnel whose duties relate to lending.

Length of CourseTakes about 30 – 45 minutes for this course to be completed.

Bank Secrecy Act for TellersIncluded in CourseThis course covers the features and purpose of the Bank

Secrecy Act, how to complete, submit and maintain BSA reports, why the reports are required, and much more.

Objectives• Identify the features of the Bank Secrecy Act and

its purpose• List the compliance programs required by the Bank

Secrecy Act• Complete and submit required Bank Secrecy Act

reports• Select the timeframes and procedures for

maintaining Bank Secrecy Act reports• Assess why Bank Secrecy Act reports are required



Bank Secrecy Act OverviewIncluded in CourseThis course is designed for anyone who needs an overview of the provisions of the Bank Secrecy Act and the responsibilities of banks.

Objectives• Explain the purpose of the Bank Secrecy Act• Describe the responsibilities of financial institutions

to comply with the Bank Secrecy Act• Recognize and report suspicious financial activities

and transactions



Board of Directors OverviewIncluded in CourseTopics include challenges of the board member, overseeing compliance and conditions, goals and risks of the Board of Directors, training requirements, and ethics.

Objectives• Understand the challenges of the Board of

Directors • Oversee compliance and conditions of the bank • Determine goals and risks of the bank• Analyze financial statements• List the training requirements

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AudienceNew and existing board members, as well as anyone interested in learning about the roles of a board member and the function of board meetings.

Length of CourseTakes about 30-45 minutes for this course to be completed.

Branch SecurityIncluded in CourseThis course covers the purpose and goals of a bank security program, procedures for opening and closing, responding to bomb threats, and much more.

Objectives• Define the purpose and goals of a bank security

program• Outline office security procedures from opening to

closing• Define extortion and kidnapping and how to lessen

the danger• Respond appropriately to a telephone bomb

threat



Check Clearing for the 21st Century ActIncluded in CourseThis course is designed for anyone interested in learning about The Check Clearing for the 21st Century Act.

Objectives• Recognize and explain the use of substitute checks• Explain consumer rights and responsibilities• Understand amendments that create a framework

for electronic check collection



Code of Conduct for Financial Institution EmployeesIncluded in CourseThis course is designed for anyone interested in learning

about the purpose of a Code of Conduct or Ethics Policy, how it pertains to your job, and the regulations surrounding its creation and enforcement.

Objectives• Explain why there is a Code of Conduct• Describe what ethical behavior means• List the components of an effective Code of

Conduct policy• Identify behavior or actions which may violate the

Code

AudienceManagement and Supervisors, Financial Institution Officers, Directors, Board Members, and all other personnel


Common Fraud SchemesIncluded in CourseThis program is designed to provide all financial institution employees with the basic information related to common fraud schemes.

Objectives• Understand basic fraud schemes • Gain knowledge of criminal behavior • Increase your awareness of prevalent scams • Learn fraud prevention techniques

AudienceCustomer Service Personnel, Tellers, Customer Contact Employees, and Deposit Services Staff


Community Reinvestment Act Included in CourseThis course is designed for anyone interested in learning about the Community Reinvestment Act.

Objectives• Explain the purpose and objectives of the

Community Reinvestment Act• List the responsibilities of financial institutions in

complying with the Community Reinvestment Act• Define the criteria used for a CRA exam and ratings

by regulators• Explain CRA-related “covered agreements” and the

provisions of Federal Reserve Regulation G

AudienceManagement and Supervision, Lending Personnel and other personnel

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Compliance for New Savings and Time AccountsIncluded in CourseThis program is designed as a companion course to Compliance for New Transaction Accounts. This program reviews regulations previously covered in Compliance for New Accounts and introduces the Truth in Savings Act, Regulation DD.

Objectives• Gain understanding of the laws and regulations

that affect the opening of new savings and time deposit accounts

• Fulfill our regulatory responsibilities at account openings

• Answer questions and address customer concerns both at and after account opening regarding savings and time accounts and related services

AudienceThis course is intended to introduce employees who will open new accounts to their regulatory responsibilities and can be especially helpful for new account employees in training, transitioning employees, and employees who will be cross-trained to open new accounts.


Compliance for New Transaction AccountsIncluded in CourseThis course is designed for anyone interested in learning about or reviewing regulatory requirements related to opening new transaction deposit accounts and certain related services, as mandated in the: • Gramm-Leach-Bliley Act & Reg P • Expedited Funds Availability Act & Reg CC • Electronic Fund Availability Act & Reg E

Objectives• Correctly identify the requirements of federal laws

and regulations that apply to transaction accounts and their related services

• Fulfill regulatory responsibilities at account openings

• Answer questions and address customer concerns both at and after account opening regarding deposit accounts and related services

AudienceIt is especially helpful for office personnel who open new deposit accounts and handle questions involving these accounts and related services.


Consumer Leasing Act (Reg M)Included in CourseThis program is designed to introduce financial institution employees to the Consumer Leasing Act.

Objectives• Define the purpose and function of the Consumer

Leasing Act (Regulation M)• Explain the difference between Open-ended and

Closed-end leases• Understand the important features of the leasing

disclosures• Identify the general advertising requirements

AudienceManagement and Supervision Personnel, Customer Service Personnel, Lending Personnel, and Lending Support Staff.


Consumer Protection for Depository Institution Sales of InsuranceIncluded in CourseThis course is designed for anyone interested in learning about the regulation that protects consumers by imposing disclosure requirements on the sale of insurance by depository institutions, and by prohibiting certain sales practices.

Objectives• Explain the need for regulation of insurance sales

to consumers by financial institutions • List the types of insurance coverage that may and

may not be offered• Describe the acknowledgements and disclosures

that are required with sales• Describe the disclosure requirements for advertising

and promotion, and restrictions on sales activities

AudienceManagement and Supervision, Lending Personnel, and other personnel

Length of CourseTakes about 45 minutes – 1 hour for this course to be completed.

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Customer Due Diligence and Beneficial OwnershipIncluded in CourseThis program is designed for financial institution employees with Bank Secrecy Act and Anti-Money Laundering compliance responsibilities.

Objectives• Understand the Customer Due Diligence

Requirements• Understand the Beneficial Ownership

Requirements• Understand the Amended AML Program Minimum

Requirements• Understand the Beneficial Ownership Certification

Form

AudienceManagement and Supervision, New Account and Lending Personnel, Teller and Operations Staff, and other personnel


Customer Identification Program (CIP)Included in CourseThis course is designed for anyone interested in learning about a Customer Identification Program.

Objectives• Explain the purpose of a Customer Identification

Program• List the basic components of a CIP• Describe the responsibilities of financial institutions

in implementing a CIP



Elder Abuse for Customer Service Representatives Included in CourseThis course is designed for staff who need an understanding of “Elder Financial Abuse,” and their role in preventing it.

Objectives• Recognize the warning signs of Elder Financial

Abuse

• List strategies for responding to suspicious behavior

• Explain the importance of following internal procedures

AudienceCustomer Service Representatives and other personnel


Elder Abuse for Managers Included in CourseThis course is designed for branch managers who need an understanding of “Elder Financial Abuse,” as well as the role of Tellers and Customer Service Representatives in preventing it.


Abuse• List strategies for responding to suspicious

behavior• Explain the importance of following internal

procedures

AudienceManagement and Supervision


Elder Abuse for Tellers Included in CourseThis course is designed for Tellers who need an understanding of “Elder Financial Abuse,” and their role in preventing it.


Abuse• List strategies for responding to suspicious

behavior• Explain the importance of following internal

procedures

AudienceTellers and other personnel


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Electronic Fund Transfer Act (Reg E)Included in CourseThis course covers the purpose and goals of the Electronic Fund Transfer Act, the laws and regulations of those systems, the obligations and rights of the providers of these services, and much more.

Objectives• Define the purpose and goals of the Electronic

Fund Transfer Act• Identify the laws and regulations that govern those

systems and help them operate efficiently and effectively

• Define the obligations and rights of the providers of these services

• Understand the responsibilities and rights of the users of these services



Equal Credit Opportunity Act (Reg B)Included in CourseThis course is designed for anyone interested in learning about the Equal Credit Opportunity Act.

Objectives• Explain the purpose and scope of the Equal Credit

Opportunity Act• Describe the financial institution’s obligations to

the applicant and borrower• List the factors known as “prohibited bases”

AudienceManagement and Supervisors, Lending Personnel, Advertising/Marketing Personnel and other personnel


Expedited Funds Availability Act (Reg CC)Included in CourseThis course covers what Regulation CC is and why it was created, how to complete, submit and maintain Regulation CC forms, why the procedures are required, and much more.

Objectives• Explain what Regulation CC is, and why it was

created• Describe the compliance programs required by

Regulation CC

• Complete and submit required Regulation CC forms

• Explain the time frames and procedures for maintaining Regulation CC forms

• Explain why Regulation CC procedures are required



Fair and Accurate Credit Transactions ActIncluded in CourseThis course is designed for anyone interested in learning about the Fair & Accurate Credit Transactions Act (FACT Act).

Objectives• Define the FACT Act and what it entails• Understand the types of alerts under the Fair and

Accurate Credit Transactions Act• Identify various notices and their content as they

relate to the FACT Act• Define the bank’s responsibilities when dealing

with the FACT Act



Fair Credit Reporting Act (FCRA)Included in CourseThis course is designed for anyone interested in learning about the Fair Credit Reporting Act (FCRA).

Objectives• Define FCRA and what it entails• Disclose necessary information to consumers when

required, using proper notices• Define the financial institution’s responsibilities

when dealing with FCRA



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Fair Debt Collection Practices Act (FDCPA)Included in CourseThis course is designed for anyone interested in learning about the applicability of the Fair Debt Collection Practices Act to collection activities within financial institutions.

Objectives• Relate the purpose of the Fair Debt Collection

Practices Act• Explain the key to compliance for financial

institutions• Describe the collection practices that are acceptable

for financial institutions

AudienceManagement and Supervision, Lending Personnel, Collection Personnel, and other personnel


Fair Housing ActIncluded in CourseThis course is designed for anyone interested in learning about the Fair Housing Act.

Objectives• State the purpose of the Fair Housing Act and who

is subject to its provisions• Understand the requirements of lenders under the

Act• List the possible consequences of non-compliance

for financial institutions

AudienceManagement and Supervision, Lending Personnel, Advertising/Marketing Personnel, Front line and other personnel


Fair LendingIncluded in CourseThis course is designed for anyone interested in Fair Lending. It is especially helpful to management and supervision, and lending personnel.

Objectives• Understand Fair Lending, and how it relates to you• Define different types of discrimination• Assess if you discriminate, and how to stop



Federal Deposit Insurance Corporation (FDIC)Included in CourseThis course is designed for anyone interested in learning the general rules about FDIC deposit insurance and would like to be able to answer consumer questions regarding account insurance.

Objectives• Explain FDIC deposit insurance clearly and

accurately• Define types of accounts covered by FDIC

insurance• Understand the rules governing insurance coverage

well enough to explain the rules to consumers



FraudIncluded in CourseThis course is designed for anyone who needs or is interested in understanding a number of common techniques used by con artists to defraud financial institutions and their customers, involving fraudulent checks, identification, and cash-related schemes.

Objectives• Recognize and handle con artists based on their

techniques• Identify fraudulent and counterfeit checks• Avoid losses from common check and cash related

schemes directed at financial institutions and their customers

AudienceManagement and Supervision, and Teller and other personnel


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Gramm-Leach-Bliley Act Included in CourseThis course is designed for anyone interested in learning about Title V of the Gramm-Leach-Bliley Act

Objectives• Prevent pretexting• Safeguard customer information in accordance

with the security guidelines• Comply with The Privacy Rule through the

dissemination of Privacy Notices with Opt Out Options

AudienceManagement, Supervisors, Tellers, and Platform Personnel


The Health Insurance Portability and Accountability Act (HIPAA) Included in CourseThis course is designed for anyone who needs an introduction to the Health Insurance Portability and Accountability ACT (HIPAA).

Objectives• Describe two purposes of the Act• List reasons why bank staff need to be aware of

HIPAA requirements• Respond appropriately to the need to safeguard

personally identifiable health information

AudienceManagement, Supervisors, and all staff who come in contact with personally identifiable health information


Health Savings Accounts (HSAs)Included in CourseThis course is designed for anyone interested in learning about Health Savings Accounts, their benefits, the criteria that must be met to establish one, and rules regarding contributions and distributions.

Objectives• Explain the purpose of a health savings account• Identify whether an individual qualifies to open an

HSA• List the benefits of a health savings account• Describe how an HSA works including contributions,

distributions, rollovers, and direct transfers

AudienceManagement and Supervisors, New Account Personnel, and Account Servicing Personnel


Home Mortgage Disclosure Act (HMDA)Included in CourseThis course is designed for anyone interested in learning about the Home Mortgage Disclosure Act.

Objectives• Explain the purpose of the Home Mortgage

Disclosure Act• Explain the use of the Loan/Application Register• List the types of information that must be reported

on the LAR



Home Ownership and Equity Protection Act (HOEPA)Included in CourseThis course is designed for anyone interested in learning about the disclosures required to be made by creditors for certain high-cost closed-end loans secured by a consumer’s home, and prohibited acts and practices in connection with such loans.

Objectives• Explain the purpose of the Home Ownership and

Equity Protection Act (HOEPA)• List the types of loans covered by the Act• Describe the required disclosures• List loan actions and practices prohibited by HOEPA

and other features



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Identity Theft, Red Flags and Address DiscrepanciesIncluded in CourseThis course is designed for anyone interested in learning more about the identity theft red flags and address discrepancy provisions of the Fair and Accurate Credit Transactions Act.

Objectives• Define identity theft• Recognize the red flags that point to identity theft• Explain the regulations in place to prevent identity

theft• Follow procedures to help protect our customers

from identity theft

AudienceManagement, Supervision, Tellers, and other personnel


Information SecurityIncluded in CourseThis program is designed to provide general information on the responsibilities of financial institutions and financial institution employees regarding protecting confidential (customer) information.

Objectives• Define the scope of Information Security• Explain the importance of protecting confidential

(customer) information• Understand the role of financial institutions and

financial institution employees in protecting sensitive (customer) information

• Acknowledge the relevance of a comprehensive information security policy

AudienceManagement, Lending Officers and Staff, Customer Service Representatives, Tellers, Customer Contact Personnel, and all other bank employees


Loans to Insiders (Reg O)Included in CourseThis course is designed for anyone interested in learning about basic restrictions on credit extended by a financial institution to its executive officers, directors, and principal shareholders.

Objectives• Explain the purpose of Loans to Insiders (Regulation

O)

• Define who is considered an “Insider”• Define the restrictions regarding Regulation O

AudienceManagement and Supervision, Lending Personnel, Operations Personnel, and other personnel


Military Lending ActIncluded in CourseThis program is designed to introduce financial institution employees to the Military Lending Act and its requirements.

Objectives• Understand the intent of the MLA• Become familiar with the requirements of the MLA • Know which loans are “covered loans”• Define a “covered borrower”

AudienceManagement and Supervision Personnel, Lending Personnel, Customer Service Personnel

Length of CourseTakes 15-20 minutes for this course to be completed.

National Credit Union Administration (NCUA)Included in CourseThis course is designed for anyone interested in learning about how credit union accounts are insured.

Objectives• Explain the purpose and functions of the National

Credit Union Share Insurance Fund (NCUSIF)• State the general qualifications for deposit

insurance based on account type, ownership, and the type of coverage

• Demonstrate the appropriate response to questions regarding deposit insurance

AudienceManagement and Supervision, Lending Personnel, Operations Personnel, and other personnel


National Flood Insurance ProgramIncluded in CourseThis course is designed for anyone interested in learning about the Flood Disaster Protection Act and the financial institution’s responsibilities in implementing the Act.

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Objectives• The basic purpose and objective of the Flood

Disaster Protection Act• The organization and operation of the National

Flood Insurance Program (NFIP)• Financial institutions’ responsibilities for

implementation of the Flood Disaster Protection Act and the National Flood Insurance Program



Office of Foreign Assets Control (OFAC)Included in CourseThis course is designed for anyone interested in learning about The Office of Foreign Assets Control (OFAC).

Objectives• Define what the Office of Foreign Assets Control is

and how you can comply with it• Assess what to do when you are suspicious• Identify the countries on the OFAC list• Be aware of terrorism and how it can affect you



Privacy of Consumer Financial Information (Reg P)Included in CourseThis course covers the basic responsibilities of financial institutions regarding the release or sharing of non-public personal information about customers to affiliated and non-affiliated third parties. It covers consumer privacy laws and regulations, Regulation P and the Gramm-Leach-Bliley Act, and much more.

Objectives• Explain the need for consumer privacy laws and

regulations• Define the relationship of Regulation P to the

Gramm-Leach-Bliley Act• Identify the responsibilities of financial institutions

for protection of consumer non-public personal information

• Respond appropriately to consumer questions regarding your financial institution’s privacy policy, notices and practices



Prohibition on Funding of Unlawful Internet Gambling (Regulation GG)Included in CourseTopics include an introduction to the regulation, exemptions and exceptions, policies and procedures, due diligence, non-exclusive examples, and regulatory enforcement model notice.

Objectives• Understand the objectives of the regulation• Learn what systems are affected by the regulation• Gain knowledge regarding blocking transactions

and proper due diligence with respect to Regulation GG

AudienceManagement and Supervision and other personnel


Real Estate Settlement Procedures Act (Reg X)Included in CourseThis program is designed to introduce financial institution employees to the comprehensive requirements of the Real Estate Settlement Procedures Act (RESPA).

Objectives• Understand the principles of the Real Estate

Settlement Procedures Act• Be able to determine accurate timing for the

required disclosures• Acknowledge the provisions for escrow accounts• Be aware of the prohibitions against kickbacks and

unearned fees • Understand the more detailed mortgage servicing

requirements



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Recognizing Sexual Harassment for ManagementIncluded in CourseTopics include recognizing sexual harassment, interpreting behavior, the legal view of sexual harassment, and hostile work environments.

Objectives• Recognize sexual harassment in the workplace• Explain the legal view of sexual harassment• Recognize the differences between quid pro quo

and hostile work environment harassment

AudienceAll bank management staff


Recognizing Sexual Harassment for Staff Included in CourseTopics include recognizing sexual harassment, interpreting behavior, the legal view of sexual harassment, and hostile work environments.

Objectives• Recognize sexual harassment in the workplace• Explain the legal view of sexual harassment• Recognize the differences between quid pro quo

and hostile work environment harassment

AudienceAll bank non-management staff


Regulation WIncluded in CourseThis program is designed for anyone interested in learning the basic restrictions on and requirements for transactions between a member bank and its affiliates.

Objectives • State the intent of the regulation• Recognize the definition of affiliate • Identify a covered transaction• Gain an understanding of the basic requirements

of the regulation

AudienceBoard Members, Audit Personnel, Management, Lenders, Lending Support Staff, and Supervision Personnel


Remote Deposit Capture Included in CourseThis program is designed to provide general information and guidance related to remote deposit capture.

Objectives• Understand the concept of remote deposit

capture• Learn the advantages of remote deposit capture• Acknowledge the associated risks • Gain knowledge on mitigating the risks associated

with offering this service

AudienceThis course is especially helpful for all financial institution staff who need to understand the advantages and risks associated with offering remote deposit capture service.

Length of CourseTakes about 15 – 20 minutes for this course to be completed.

Reserve Requirements of Depository Institutions (Reg D) Included in CourseThis course is designed for anyone interested in learning Regulation D’s definitions of deposit accounts and their limitations, as well as Regulation Q prohibitions on paying interest on certain types of deposit accounts.

Objectives• Explain the purpose and objectives of the Federal

Reserve Regulations D & Q• Define the common types of deposit accounts and

the transaction limits on them required to maintain lower reserve requirements

• Describe the types of accounts on which interest may not be paid and the entities that are not eligible to maintain interest bearing accounts

AudienceManagement and Supervision, New Accounts Personnel, and other personnel


Responsibilities, Laws and RegulationsIncluded in CourseTopics include federal banking laws and regulations related to opening new deposit accounts.

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Objectives• Correctly identify federal laws and/or regulations

that have application when opening new deposit accounts and their related services

• State the responsibilities of new account opening personnel mandated by several federal laws and regulations

AudienceIt is especially helpful to branch office personnel, Management, Supervision, Lending Personnel, and Platform Personnel.


Right to Financial Privacy Act (RFPA)Included in CourseThis course is designed for anyone who needs to know or is interested in the basic responsibilities of financial institutions regarding the release or sharing of customer information with agencies of the federal government.

Objectives• Explain the need for financial privacy laws pertaining

to requests for customer financial information by agencies of the federal government

• Describe the key provisions of the Right to Financial Privacy Act

• Respond appropriately to consumer questions regarding your financial institution’s privacy policy and practices

AudienceOffice personnel who manage, supervise, or function as customer service staff


Role and Responsibilities of the Board of Directors Included in CourseThis course is designed to discuss the significance of the Board of Directors, management strategic plan, reports, and committees.

Objectives• Understand the role and responsibilities of the

Board of Directors• Analyze internal and external reports• Participate in board and committee level planning

and decision making• Understand the board’s role in a regulatory

environment

AudienceNewly appointed and current members of the Board of Directors


Secure and Fair Enforcement for Mortgage Licensing Act (SAFE Act) Included in CourseThis course is designed for anyone who wants to learn more about the SAFE Act. Topics include: background and definitions, state of the federal registration, origination, timeline information, requirements for institutions, and public access.

Objectives• Define the requirements of the SAFE Act• Identify how mortgage loan originators register

with the Registry• Identify the requirements for institutions related to

the Registry• Describe public access to the Registry

AudienceThis course is designed for anyone who communicates about residential mortgage loans. It is especially helpful to Mortgage Loan Originators.


Servicemembers Civil Relief Act (SCRA)Included in CourseThis program is designed for financial institution employees who need to be familiar with the protections offered to servicemembers through the SCRA.

Objectives• Understand the intent of the SCRA• Acknowledge the protections offered by the SCRA• Identify how the SCRA protections affect our

institution

AudienceManagement and Supervision Personnel, Customer Service Personnel, Lending Personnel, Lending Support Staff


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Social Media Guidance for Financial InstitutionsIncluded in CourseThis course is designed for anyone interested in learning about the requirements placed on financial institutions relative to social media and the risks and regulations surrounding its use. It is most effective when used as a prerequisite to an institution’s own social media training.

Objectives• Define social media as characterized by the Federal

Financial Institutions Examination Council (FFIEC) • Describe why social media creates risk for financial

institutions• Identify the primary risks financial institutions face

when engaging in social media• List the seven components a social media risk

management program should include

AudienceManagement and Supervision, Financial Institution Officers, Directors, and Board Members, and all other personnel Length of CourseTakes about 40 minutes for this course to be completed.

Suspicious Activity Reporting (SAR)Included in CourseThis course is designed for anyone interested in learning about Suspicious Activity Reporting.

Objectives• Understand the purpose of Suspicious Activity

Reports• Identify suspicious activity • Define financial institutions’ responsibilities when

dealing with SAR

AudienceManagement and Supervision, Lending & Operations and Tellers and other personnel Length of CourseTakes about 30 minutes for this course to be completed.

The New Board Member Included in CourseTopics include board committees, planning and decision making at the board level, planning and decision making at the committee level, and tips for creating an effective board.

Objectives• Understand the important process of welcoming a

new board member• Gain perspective of board meetings and board

committee meetings• Recognize the need for significant planning by the

Board of Directors• Realize the vast responsibilities of a board

member

AudienceNew and existing board members, as well as anyone interested in learning about the roles of a board member and the function of board meetings


Truth in Lending Act Certain Home Mortgage TransactionsIncluded in CourseThis program is designed to cover the Special Rules for Certain Home Mortgage Transactions, Subpart E of the Truth in Lending Act.

Objectives• Learn about the requirements for certain home

mortgage transactions• Gain knowledge of the rules related to high-cost

mortgages, higher-priced mortgage loans, reverse mortgages, and qualified mortgages

• Be introduced to the Loan Estimate and Closing Disclosure forms

• Become familiar with the Reg Z provisions related to mortgage transfer disclosures, home equity plans, periodic statements and valuation independence

AudienceManagement and Supervision Personnel, Customer Service Personnel, Lending Personnel, and Lending Support Staff

Length of CourseTakes about 2 hours to complete this course.

Truth in Lending Act Closed-End CreditIncluded in CourseThis program is designed to cover the aspects of closed-end credit under the Truth in Lending Act.

Objectives• Understand the important aspects of closed-end

credit• Recognize the difference in requirements for home-

secured and not home-secured closed-end credit

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• Know the requirements regarding rescission periods

• Be aware of the advertising rules



Truth in Lending Act General, Miscellaneous and OtherIncluded in CourseThis program is designed to cover some of the special provisions of the Truth in Lending Act.

Objectives• Describe the importance of finance charges• Become familiar with the record retention

requirements • Gain knowledge related to the special rules

applicable to credit card accounts • Learn about the Regulation Z provisions related

to private education loans and open-end credit offered to college students


Length of CourseTakes about 45 minutes to complete this course.

Truth in Lending Act Open-End CreditIncluded in CourseThis program is designed to cover the aspects of open-end credit under the Truth in Lending Act.

Objectives• Know the important aspects of open-end credit • Understand the difference between home-secured

and not home-secured open-end credit • Realize the requirements for rescission periods • Become familiar with the advertising rules



Truth in Lending Act OverviewIncluded in CourseThis course is an overview for non-lenders who need general information about Regulation Z and the Truth in Lending Act.

Objectives• Identify various types of credit• Recognize the purpose of the Loan Estimate and

Closing Disclosure• Understand the basic requirements for disclosures• Acknowledge when payments must be credited• Follow the advertising requirements

AudienceNew lending or non-lending personnel

Length of CourseTakes about 30 minutes to complete this course.

Truth in Savings Act (Reg DD)Included in CourseThis course is designed for anyone interested in learning about the Truth in Savings Act.

Objectives• Understand the requirements of the Truth in

Savings Act• Understand the types of disclosures required• Understand the term APY• Understand the requirements for advertising

deposit products

AudienceManagement and Supervisors, New Accounts Personnel, Advertising/Marketing Personnel, and other personnel


Unfair, Deceptive or Abusive Acts or Practices (UDAAP)Included in CourseThis program is designed to introduce financial institution personnel to the concept of Unfair, Deceptive or Abusive Acts or Practices under the Dodd-Frank Act.

Objectives• Understand the concept of unfair, deceptive or

abusive acts or practices• Identify areas of concern involving potential risk for

UDAAPs• Learn how the concepts have been applied through

enforcement actions

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AudienceManagement and Supervision Personnel, Lending and Collections Personnel, Customer Service Personnel, Teller Staff and other personnel


USA PATRIOT ActIncluded in CourseThis course is designed for anyone interested in learning about the USA PATRIOT Act.

Objectives• Explain the purpose of the USA PATRIOT Act• List new responsibilities of branch personnel under

the Act• Define the requirements of a Customer Identification

Program• Identify activities likely connected with terrorists or

terrorist organizations• State the conditions for sharing information

about suspicious activities with other financial institutions



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BankTrainingOnline® Board of Directors Courses

Board of Directors OverviewIncluded in Course Topics include challenges of the board member, overseeing compliance and conditions, goals and risks of the Board of Directors, training requirements, and ethics.

Objectives• Understand the challenges of the Board of

Directors • Oversee compliance and conditions of the bank • Determine goals and risks of the bank• Analyze financial statements• List the training requirements



The New Board Member Included in Course Topics include board committees, planning and decision making at the board level, planning and decision making at the committee level, and tips for creating an effective board.

Objectives• Understand the important process of welcoming a

new board member• Gain perspective of board meetings and board

committee meetings• Recognize the need for significant planning by the

Board of Directors• Realize the vast responsibilities of a board

member



Role and Responsibilities of the Board of Directors Included in Course This course is designed to discuss the significance of the Board of Directors, management strategic plan, reports, and committees.

Objectives• Understand the role and responsibilities of the

Board of Directors• Analyze internal and external reports• Participate in board and committee level planning

and decision making• Understand the board’s role in a regulatory

environment

AudienceNewly appointed and current members of the Board of Directors


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BankTrainingOnline® Lending Courses

Credit Regulations for Mortgage LendingIncluded in Course This course is designed for individuals interested in learning about customer credit regulations and how the laws apply to mortgage applicants.

Objectives• Define the financial institution’s responsibilities to

the customer• Identify and explain information contained in

customers’ credit reports• Disclose and explain applicable information to

customers when required using proper notices as required

AudienceMortgage officers, management and supervision personnel looking to move or moving into the mortgage department, Mortgage Loan Processors and Underwriters, and other personnel


Denials, Withdrawals, and Incomplete ApplicationsIncluded in Course Topics include learning the requirements for sending Adverse Action Notices when a loan application is declined, withdrawn or incomplete.

Objectives• Explain Adverse Action• Determine when an Adverse Notice is required• Handle declined, withdrawn and incomplete

applications

AudienceIt is especially helpful to branch office personnel, Management and Supervision, Lending Personnel.


Home Equity ClosingIncluded in Course Topics include required documentation needed when closing a Home Equity product.

Objectives• Understand the required forms for closing Home

Equity products• Explain to the customer information contained in

the closing documents• Comply with applicable government regulations

AudienceIt is especially helpful to branch office personnel, Management and Supervision, Lending Personnel, Customer Service Personnel.


Home Equity Line of Credit (HELOC)Included in Course Topics include Home Equity Line of Credit products and how to determine equity in a home.

Objectives• Define equity• Explain the difference between home equity line of

credit products• Calculate equity in the customer’s home• Complete an application



Income Statement AnalysisIncluded in Course This course is designed for anyone interested in learning to effectively analyze income statements.

Objectives• Explain the purpose of an income statement• Identify the sections of an income statement• Explain and calculate gross profit, operating profit,

taxable income, net income and retained earnings• Analyze the financial performance of a business for

the period covered by the income statement

AudienceIt is especially helpful to branch office personnel, Loan Officers, management and supervision personnel looking to move or moving into the Commercial Loan area, and other personnel.


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Introduction to Home EquityIncluded in Course Topics include types and differences of home equity products.

Objectives• Define home equity products• Explain the difference between a home equity loan

and a home equity line of credit• Define “equity”• Understand how to calculate the customer’s equity

in his/her home



Laws Against Discrimination for Mortgage Lending Included in Course This course is designed for individuals interested in learning the basics about government regulations enacted to protect mortgage applicants from discrimination.

Objectives• Identify the purpose and functions of mortgage

lending regulations• Define the financial institution’s responsibilities to

the applicant• Disclose and explain applicable information to

customers when required, using proper notices per government requirements

AudienceMortgage officers, management and supervision personnel looking to move or moving into the mortgage department, Mortgage Loan Processors and Underwriters, and other personnel


Lending Application ProcessIncluded in Course Topics include learning how a customer files a loan application.

Objectives• Define ways to submit an application for an

extension of credit loan

• Determine the necessary information to be provided by the customer on a loan application

• Define when a request for an extension of credit becomes an application for a loan

• Understand what the customer’s signature means on an application

AudienceIt is especially helpful to branch office personnel such as Management and Supervision, Lending Personnel, Customer Service Personnel.


Loan Documentation and ClosingIncluded in Course Topics include preparing required loan documents and meeting with the customer to close the loan.

Objectives• Complete the necessary loan processing

documents• Explain the applicable lending regulations to the

customer• Complete proper steps to close a loan

AudienceIt is especially helpful to branch office personnel, Management and Supervision, Lending Personnel.


Mortgage – Inquiry or Application Included in Course This program is designed to assist mortgage personnel in determining the difference between an inquiry and an application, and how laws apply to each situation.

Objectives• Clarify the difference between an inquiry and an

application• Ensure compliance with applicable regulations• Determine when to send an Adverse Action Notice

AudienceIt is especially helpful to branch office personnel, Mortgage Officers, Management and Supervision, and Mortgage Loan Processors and Underwriters.


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Overview of Commercial Lending Included in Course This course is designed for individuals interested in an overview of commercial lending.

Objectives• Identify the operational characteristics of

manufacturing, wholesaling, retailing and service businesses

• Determine the extent of personal liability for business owners

• Explain types and use of lending vehicles available to commercial customers

• Explain the steps in the lending process

AudienceIt is especially helpful to branch office personnel, Prospective Commercial Loan Officers, and New Commercial Loan Department personnel.


Regulations for Consumer LendingIncluded in Course Topics include an overview for anyone interested in learning about federal laws and regulations relating to consumer lending.

Objectives• Discuss the purpose and functions of lending

regulations• Disclose necessary information to customers when

required • Define the bank responsibilities to customers

regarding the regulations

AudienceIt is especially helpful to branch office personnel, Management, Supervision, Lending Personnel, and Platform Personnel.


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BankTrainingOnline® Management Courses

A Manager’s Role in Training and Development Included in Course This course is designed for managers who have the responsibility of assuring that training and development is provided for new and existing employees, and that it best meets their needs and those of the organization.

Objectives• Explain the role, objectives, and responsibilities

involved in managing employee training and development

• Utilize a job breakdown and a four-step job instruction method for guiding the training of new and present employees

• Better assist employees in the further development of their knowledge and skill

AudienceIt will be helpful to anyone interested in understanding the fundamentals of managing employee training and development.


Barriers to Effective CommunicationIncluded in Course This course is designed for anyone interested in learning to communicate effectively by overcoming communication barriers.

Objectives• Identify and remove barriers to effective

communication• Define effective communication techniques• Apply specific communication techniques in the

workplace

AudienceIt is especially helpful to branch office personnel, Management and Supervision, Customer Service Representatives and other personnel.


DelegationIncluded in Course Topics include information for supervisory and management personnel throughout the bank.

Objectives• Identify the steps of conducting a delegation

exchange• Identify the barriers to effective delegations• Devise a delegation plan containing elements that

improve delegation success• Identify opportunities for staff feedback and

participation in their own delegation process



Getting the Best from Your Staff - the Art of MotivationIncluded in Course This course is designed for coordinators, group leaders, supervisors and group managers who have responsibility for direct supervision for one or more staff members.

Objectives• Identify the factors needed to create a motivational

environment within a work unit• Identify specific techniques to encourage the

development of initiatives within staff members• Identify the historic theories contributing to

contemporary motivation techniques, including Frederick Taylor, the Hawthorne Studies, Maslow’s Hierarchy of Needs, Herzberg’s 2-Factor Theory, and Theories X and Y

• Write expectations in a way to increase initiative that include conditions, time constraints, and when you will be satisfied

• Identify practical things managers can do in a bank environment to encourage staff motivation, including:

• Keep your people informed • Listen carefully • Recognize accomplishments • Encourage initiative • Set a good example • Show confidence in your people• Identify ways that encouraging a motivational

climate creates internal rewards for the manager



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How Your Leadership Style Affects PerformanceIncluded in Course This course is designed for anyone interested in learning how his/her leadership style affects the performance of others.

Objectives• Explain the different styles of leadership• Describe the factors affecting a group • Identify the factors that make a good leader

AudienceIt is especially helpful to branch personnel including Management and Supervision.


New Employee OrientationIncluded in Course This course is designed for managers who have the responsibility of assuring the orientation needs of their new employees are met in a thorough, efficient, and effective manner.

Objectives• Provide input on the specific orientation needs

of your new employees to anyone involved in presenting a general new employee orientation

• Design and implement a new employee orientation program specific to your needs to supplement a general institutional program

• Better evaluate the quality and effectiveness of all orientation efforts affecting your new employees

AudienceIt will also be helpful to anyone interested or involved in the design and/or implementation of the new employee orientation process.


Preventing the Spread of COVID-19Included in Course This course is designed to help employees understand the symptoms of the Coronavirus as well as identify techniques to prevent getting the virus.

Objectives• Describe the COVID-19 virus • List COVID-19 symptoms• Describe COVID-19 prevention techniques for the

workplace

AudienceThis course is especially helpful for all employees to prevent the spread of COVID-19 in the workplace.

Length of CourseTakes 15 – 20 minutes for this course to be completed.

Techniques of Planning Included in Course This course is designed for managers, Customer Service Representatives or any staff member who needs to learn basic techniques of work-related projects and functions.

Objectives• Explain the importance and benefits of a regular

systematized approach to planning• Overcome organizational barriers to planning

concepts• Apply six developmental steps leading up to the

implementation of work-related plans

AudienceIt will be helpful to anyone interested in developing a quick, cost-efficient and effective method for completing a task.

Length of CourseTakes about 45 minutes - 1 hour for this course to be completed.

Working RemotelyIncluded in Course This course is designed to help employees understand how to be more effective when working virtually. Tips on how to structure one’s workplace and schedule, as well as how to boost productivity are identified.

Objectives• Define what it means to work remotely• List reasons an organization would encourage

employees to work remotely• Identify best practices for enhancing productivity

and efficiency when working remotely• Describe tips leveraged by peers in similar positions

when working remotely

AudienceThis course is especially helpful for all employees who are moving from an office to working remotely/virtually.

Length of CourseTakes 15 – 20 minutes for this course to be completed.

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Your Role as Manager Included in Course This course is designed for anyone interested in becoming a manager or learning to have more efficient management skills.

Objectives• Identify the management mythology• Demonstrate the functions of management• Understand the fundamental characteristics of

management and be able to apply them

AudienceManagement and Supervisors


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BankTrainingOnline® New Account/Sales Courses

Closing and Wrap-UpIncluded in Course This program is designed for anyone interested in learning about how to close or wrap-up a sale.

Objectives• Use either of two closing techniques, and know

how to react to various customer responses• Build on a customer relationship with an appropriate

wrap-up of your sales session

AudienceIt is especially helpful to branch office personnel in understanding the role of sales personnel in the bank, as well as to others, such as: Managers and Supervisors, Lending Personnel, and Customer Service Personnel.


Listening - Not Just HearingIncluded in Course This course is designed for anyone interested in learning about how to truly listen to your customer which will help you make better sales.

Objectives• Define listening versus just hearing• Employ three techniques to enhance listening skills• State three important benefits of listening

AudienceManagers and Supervisors, Lending Personnel and Customer Service Personnel


Matching Your Customer’s StyleIncluded in Course This course is designed for anyone interested in learning about how to change your style, depending on your customer’s style.

Objectives• Recognize each customer’s unique style• Adjust appropriately to match different customer

styles



Overcoming ObjectionsIncluded in Course This course is designed for anyone interested in learning about how to overcome objections when dealing with a customer or a potential customer.

Objectives• State the proper steps to take prior to suggesting a

resolution to a customer’s objection• Choose an appropriate approach to resolution of

an objection from several acceptable techniques



ProfessionalismIncluded in Course This course is designed for anyone interested in learning about how to be professional in the bank environment.

Objectives• Explain the importance of how physical appearance

plays in communicating with customers• Create positive impressions with customers by

projecting enthusiasm and integrity



Questioning TechniquesIncluded in Course This course is designed for anyone interested in learning the questioning techniques to use while opening a new account or maintaining an existing one.

Objectives• Explain the importance of questioning skills in

uncovering customer needs and controlling the outcome of the sales process

• Define purposes of four basic types of questions and when they are used in the sales process

• Create good examples of each basic type of question

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AudienceOffice Personnel, Customer Service Representatives, Sales Personnel, Branch Managers


Recommending SolutionsIncluded in Course This course is designed for anyone interested in learning about sales.

Objectives• Understand the importance of summarizing and

confirming a customer need before recommending a product or service

• Explain the difference between the features and benefits of a product or service

• Compose an effective recommendation statement based on customer needs, and the features, benefits and underlying desires, satisfied by a product or service

AudienceIt is especially helpful to branch office personnel in understanding the role of sales personnel in a financial institution, as well as to others, such as managers and supervisors, Lending Personnel, Customer Service Personnel.


Teller - Sales ReferralsIncluded in Course Topics include your role at the bank, how to assess when a customer is interested, the “S” technique, and much more.

Objectives• Identify your role in helping sell a product• Assess when a customer might be interested in

hearing about a new product• Understand how to use the “S” technique• Apply what you have learned in helping refer a

customer to a new product



The First 10 SecondsIncluded in Course This course is designed for anyone interested in learning about the importance of the very first meeting between you and the consumer when establishing a new account or relationship.

Objectives• Explain the importance of establishing immediate

credibility and rapport with consumers and prospects

• List the steps that will help you quickly establish credibility and rapport with others

AudienceManagement, Supervision, Lending Personnel, and Customer Service


Who Is Your Customer?Included in Course This course is designed for anyone interested in learning about selling financial products and services.

Objectives• All customers and prospects are unique individuals• Customer’s financial needs vary with circumstances,

age, and other factors• How not to miss opportunities to be helpful by

making assumptions about an individual’s needs

AudienceIt is especially helpful to branch office personnel with sales responsibilities, as well as to others, such as Managers and Supervisors, Lending Personnel, Customer Service Personnel.


You’re in the Perfect PositionIncluded in Course This course is designed for anyone interested in understanding the role of sales personnel in a financial institution.

Objectives• Explain the need for effective sales personnel

based on increasing competition among financial institutions

• Describe the importance of the role of a sales person as a consultant to prospects and existing customer(s)

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• List four basic skills common to all successful sales people


Length of CourseTakes about 1 hour for this course to be completed.

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BankTrainingOnline® Products & Services Courses

Business Products and ServicesIncluded in Course This course is designed for anyone interested in learning about the various types of business products and services.

Objectives• The various legal forms under which businesses

operate• The basic business products, including those

pertaining to deposits, loans, investments and insurance

• Bank services related to bank business products



Consumer Products and ServicesIncluded in Course This course is designed for anyone interested in learning more about the various types of consumer products and services.

Objectives• Understand the difference between a consumer

product and a service• Understand consumer deposit, loan, and investment

products• Recognize services related to bank deposits, loans,

and investment products• Be able to identify other important consumer

products, such as insurance, monetary instruments, and safe deposits



IRA FundamentalsIncluded in Course This course is designed for anyone interested in learning about eligibility requirements, contribution limits, and

distribution rules of Individual Retirement Accounts (IRAs).

Objectives• Explain the features and benefits of the Traditional

IRAs and Roth IRAs• Compare the Traditional IRA to the Roth IRA• Explain rules related to transfers and rollovers• Discuss the features and benefits of the Coverdell

Education Savings Account



Simplified Employee Pension Plan (SEP)Included in Course This course is designed for anyone interested in learning about Simplified Employee Pension Plans (SEP) including eligibility, contribution limits, and distribution rules.

Objectives• Discuss the features and benefits of a Simplified

Employee Pension Plan• Explain how to establish and operate SEP accounts• Discuss eligibility and compliance



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BankTrainingOnline®

Teller Courses

All About ChecksIncluded in Course Topics include how to determine if a check is legal and if it is completely and properly filled out, identify regular features of a check, basic steps in processing a check, and much more.

Objectives• Determine if a document presented to you is legal,

and if it is completely and properly filled out• Identify regular features of a check that are not

legally required, as well as certain unique features found on some checks

• Recognize special types of checks and how they are generally used

• Explain the basic steps in processing a check



All About DepositsIncluded in Course Topics include different deposit types, debits and credits; split check deposit/cash back deposits, and much more.

Objectives• Identify the deposit slips required for various types

of accounts• Determine if a deposit slip is filled out correctly and

completely• Recognize “Exact Amount” and “Change Back”

deposits

AudienceManagement and Supervision, Teller and other personnel


BalancingIncluded in Course Topics include the steps in the balancing process, how to determine if your drawer is balanced or not, procedures for overages or shortages, and much more.

Objectives• Explain the steps in the balancing process• Determine if your drawer is balanced or not• Know what to do if you are over or short



Check Cashing ProcessIncluded in Course This course is designed for anyone interested in learning check cashing procedures including acceptable and unacceptable endorsements, supervisory approval, “On-Us” and “Not On-Us” checks, and much more.

Objectives• Identify the factors to be considered in making

decisions to cash or not cash • Identify an “On-Us” check for a customer and non-

customer • Identify a “Not On-Us” check for a customer or a

non-customer • Identify any check when part is taken in cash• Identify the types of endorsements acceptable and

not acceptable for check cashing• Explain the importance of knowing and following

bank policy and procedures in check cashing• Decide when to refer check-cashing situations for

supervisory approval



Counting MoneyIncluded in Course Topics include counting loose currency, strapping and wrapping, cash security, and much more.

Objectives• Describe how to strap currency and roll coins in the

proper amounts• Demonstrate how to set up cash drawers


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EndorsementsIncluded in Course Topics include the most common types of check endorsements, how to identify what is acceptable and not acceptable, how to handle problems with endorsements, and much more.

Objectives• Define the most common types of check

endorsements used by individuals and businesses• Identify the types of endorsements acceptable and

not acceptable for check cashing and check deposit purposes

• Recognize several other types of endorsements and those that require supervisory approval for check cashing

• Correctly handle several problems with endorsements



Importance of IdentificationIncluded in Course This course is designed for anyone interested in learning what are acceptable and unacceptable forms of identification, how identification protects you and the bank, when two forms are required, and much more.

Objectives• Identify how identification protects you and the

bank • Identify acceptable forms of identification for

check-cashing purposes• Identify unacceptable forms of identification• Identify situations in which two forms of

identification are required



Payment ProcessingIncluded in Course Topics include types of payments, payment forms, additional, partial and late payments, and much more.

Objectives• Identify which consumer loan products feature fixed

payments and which involve variable payments• Recognize regular loan payment situations, when

partial or additional payments are acceptable, and when late payments are required

• Offer alternative payment options, such as ATM, Automatic Deductions and Online Banking



Regulations for TellersIncluded in Course This course covers Reg CC, Reg E, Consumer Privacy Act, Right to Financial Privacy Act, Truth in Savings (Reg DD), and Community Reinvestment Act.

Objectives• Define the purpose and goals of Regulation CC• Identify the laws and regulations that govern those

systems under Regulation E• Understand the purpose and goals of Consumer

Privacy Act• Understand how the Right to Financial Privacy Act

affects you• Identify your responsibility under Truth in Savings

(Reg DD), and how it applies to you• Define your role under the Community Reinvestment

Act



Savings WithdrawalsIncluded in Course This course is designed for anyone interested in getting an overview of savings withdrawals and the precautions when dealing with them.

Objectives• Identify requirements for properly completing a

savings withdrawal• Identify precautions to be taken when processing a

savings withdrawal


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U. S. CurrencyIncluded in Course Topics include genuine currency, features of redesigned currency, counterfeit currency, mutilated currency, and much more.

Objectives• Correctly identify features of genuine currency• Detect features of counterfeit currency• Explain the requirements for obtaining full value of

mutilated currency



Your Role as a TellerIncluded in Course This course is designed for anyone interested in learning about the responsibilities of a Teller as well as good customer relationship techniques.

Objectives• Understand how to provide consistent quality

customer service• Define the role of a Teller• Identify the elements of good customer relations

and quality service



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Big Picture Conversations Online™

Discover the Story of the BusinessIncluded in Module This module is designed to introduce individuals to the Big Picture Conversations concept and factors that influence business.

Objectives• Gain overview and understanding of big picture

conversations• Establish current comfort level when dealing with

business owners• Uncover the story of the business through

observation

AudiencePersonnel who have contact with small business owners

Length of CourseTakes about 20-30 minutes for this module to be completed.

What Questions Could You Ask?Included in Module This module focuses on using questions as tools to draw out facts and understand business owners and their businesses.

Objectives• Recognize how to gather facts from business

owners through questioning• Learn how asking the right questions helps paint

the picture of business owners• Understand what businesses and business owners

do



The Cash Flow CycleIncluded in Module In this module, individuals learn about the cash flow cycle and how business owners are most helped by improving the flow of cash through the cycle.

Objectives• Explore cash flow cycle components• Connect the cash flow cycle to the big picture

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• Review, create, and edit questions used to understand the cash flow cycle of a business



Business to Business: Cash Flow DifferencesIncluded in Module This module allows individuals to examine several different businesses and compare the similarities and differences between their cash flow cycles.

Objectives• Explore variances between different types of

businesses in timing and amounts of cash flow• Identify questions to ask business owners to explore

those variances



Develop Your Questioning SkillsIncluded in Module In this module, individuals use their Conversation Guide to revisit/edit questions that they wrote earlier in the course and interactively practice funneling the Big Picture Conversation with a business owner.

Objectives• Personalize unique Conversation Guide• Review conversation pointers• Practice skills using an interactive Action Maze



The Graceful TransitionIncluded in Module Individuals examine the two parts of graceful transitions and practice by creating their own.

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Objectives• Gain understanding of graceful transitions• Create your own graceful transitions



Develop Your Dream BusinessIncluded in Module This module is designed to enable individuals to relate to the issues and environment of a business owner projecting themselves into a business.

Objectives• Create your own “dream business”• Examine relevant questions and cash flow cycle of

your business



Big Picture ConversationsIncluded in Module In this module, individuals relate to the flow of a big picture conversation, including graceful transitions, closing the conversation, and next steps.

Objectives• Plan and practice Big Picture Conversations• Create closing statements



Where Do You Go From Here?Included in Module This module summarizes what individuals have learned throughout the course and allows them to compare their current comfort level when dealing with business owners to their initial responses.

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Objectives• Review key learning points• Reevaluate comfort level when dealing with

business owners• Establish plans to initiate action with business

owners going forward



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Board of Directors PDF/Print VersionIncluded in Course PDF documents are provided for:

• Board of Directors Overview Course• Board of Directors Overview Final Exam• Board of Directors Overview Administrator’s Final

Exam Key

• Roles and Responsibilities of the Board Course• Roles and Responsibilities of the Board Final Exam• Roles and Responsibilities of the Board

Administrator’s Final Exam Key

• The New Board Member Course• The New Board Member Final Exam• The New Board Member Administrator’s Final Exam

Key

Note: Final Exams can be taken on a print copy and scores uploaded by Administrator/Compliance Officer, or can be taken online.

AudienceBoard of Directors

Length of CourseTakes about 30 minutes for each of these courses to be completed.

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Custom Advantage™

Included in ProductCustom Advantage provides you the ability to have TRC Interactive create custom courses uniquely for your bank.

Click on this link for a sample demonstration of what we can create for you.

AudienceEveryone in the bank

Length of CourseWill vary depending upon the subject matter.

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http://www.trclink.com/Custom%20Advantage%20Demo/index2.html

The Customer Experience™

Right Place, Perfect PositionIncluded in Module This module is designed for anyone interested in learning about how to enhance skills to address the needs of the bank’s customer.

Objectives• Explain the need for effective personnel based

on increasing competition among financial institutions

• Describe the importance of the role of a sales person as a consultant to prospects and existing customers

• List four basic skills common to all successful sales people



Your Unique CustomerIncluded in Module This module is designed to show the Customer Service Representative no two people are alike and each has his/her own unique needs.

Objectives• Recognize all customer prospects are unique• Recognize customer financial needs vary with

circumstance, age, and other factors• Identify how to factor an individual’s needs into

your approach



Adjusting Your StyleIncluded in Module This module is designed to show the Customer Service Representative how to recognize customer styles and match them to the bank’s products and services.

Objectives• Recognize each customer’s unique style• Describe how to match different customer styles



Being ProfessionalIncluded in Module This module is designed to show the Customer Service Representative how to present himself/herself professionally, with enthusiasm, and with integrity.

Objectives• Explain the importance of how physical appearance

plays in communicating with customers• Create positive impressions with customers by

projecting enthusiasm and integrity



The First 10 SecondsIncluded in Module This module is designed to show the Customer Service Representative how to build credibility and rapport and gain expertise.

Objectives• Explain the importance of establishing immediate

credibility and rapport with customers and prospects

• List the steps that will help you quickly establish credibility and rapport with others



Gaining InsightIncluded in Module This module is designed to show the Customer Service Representative how to control the outcome of the customer experience and what types of questions to ask.

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Objectives• Explain the importance of questioning skills in

uncovering customer needs and controlling the outcome of the sales process

• Define purposes of four basic types of questions and when they are used in the sales process

• Create good examples of each basic type of question



Focused ListeningIncluded in Module This module is designed to show the Customer Service Representative how to listen versus hear and the skill of listening,

Objectives• Define listening versus just hearing• Employ three techniques to enhance listening

skills• State three important benefits of listening



Offering SolutionsIncluded in Module This module is designed to show the Customer Service Representative how to make recommendations, the preliminary steps, determining what customers want, expressing benefits, and the power or recommending.

Objectives• Understand the importance of summarizing and

confirming a customer’s need before recommending a product or service

• Explain the difference between the features and benefits of a product or service

• Compose an effective recommendation statement based on customer needs, and the features, benefits, and underlying desires satisfied by a product or service



Overcoming ObjectionsIncluded in Module This module is designed to explain the customer reaction, how to clarify an objection, and how to resolve an objection.

Objectives• State the proper steps to take prior to suggesting a

resolution to a customer objection• Choose an appropriate approach to a resolution of

an objection from several acceptable techniques



Closing and New BeginningsIncluded in Module This module covers how closing is easy and how to provide a pleasant conclusion to the interaction with the customer.

Objectives• Identify either of two closing techniques and how

to react to various customer responses• Identify customer relationship with an appropriate

wrap-up of sales session



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First Line of Defense ~ Fraud Detection and Loss Prevention Challenge™

First Line of Defense™ is an online fraud detection training program. Sold as an annual subscription, First Line of Defense™ includes four quarterly sets of challenges, ‘Just In’ (a focus on a current scam), and Branch Activities that reinforce what was covered in that quarter’s challenges. First Line of Defense™ will be personalized to reflect your bank’s fractional routing number and MICR number on all on-us checks. An ideal complement for TellerSolutionOnline®!

AudienceTellers, Customer Service Representatives, and all bank personnel

Length of CourseEach quarter’s challenges will take about 15-20 minutes per quarter.

First Line of Defense Prevention Series™

Sold as an annual subscription for unlimited access by your staff, First Line of Defense Prevention Series is a library of online courses designed to increase awareness and teach prevention techniques to retail personnel.

Courses:• Apartment Rental Scams• ATM Scam Techniques• Check Kiting Fraud• Debit/Credit Card Fraud• Debit Relief Scams• Email Fraud• Fraud Aimed at the Elderly • Imposter Scams• Investment Schemes• Mortgage Fraud• Pay in Advance Offers• Safe Deposit Box Fraud• Wire Transfer Fraud• Work at Home Scams

AudienceFraud Officers, Management and Supervision, Tellers and other personnel

Length of CourseTakes about 30 - 45 minutes for each course to be completed.

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TellerSolutionOnline™

Introduction ModuleIncluded in Module• Explains how to navigate the Program• For customized versions, we include a brief history

of the financial institution and/or highlight an important issue (customer service, etc.)

Length of CourseTakes about 10 - 15 minutes for this module to be completed.

All About Money ModuleIncluded in Module• Features of Currency – Look and feel, recent

changes, raised bills, identifying portraits and denominations

• Mutilated Money – Acceptable and unacceptable currency

• Counterfeit Currency – Identifying words, portrait, paper, new bills and their features

Objectives• Demonstrate how to examine currency in order to

correctly identify genuine and counterfeit money• State how to identify and correctly handle mutilated

currency


Checks ModuleIncluded in Module• Negotiable Instrument• Parts of a Check• Signatures – Signature cards, facsimile signatures,

dual signatures• Other Documents – Money Order, Official Check,

Travelers Cheque, Payable Through Draft, Certified Checks

• Stop payment process• Check Processing Process

Objectives• Determine if the document presented to you is a

check and that it is completely and properly filled out

• Determine if it is properly endorsed and acceptable for check-cashing purposes

• Determine if cashing a particular check is permissible based on our check-cashing policies and procedures


Check Cashing ModuleIncluded in Module• Identification – On-us check, not on-us check,

customer vs. non-customer• Endorsements – Teller responsibility• Types of Endorsements – Blank, Special, Restrictive,

Conditional, Qualified, By Mark, Stamped, Altered• Types of Payees – First endorsement, Payable to

Cash/Bearer, pre-endorsed check, misspelled name, two-party checks

• Know Your Endorser

Objectives• Identify our legal obligations regarding cashing

checks for customers and non-customers• Recognize various types of endorsements and

define their purposes• Identify types of endorsements that are acceptable

for check-cashing purposes


Counting Cash ModuleIncluded in Module• Counting Currency – Arrangement of bills, video of

your method of counting currency• Cash Drawer Content – Drawer limits, strapped

currency, rolled coin• Counting Cash – Daily balancing

Objectives• Arrange and count currency using our prescribed

method of counting• Strap currency and roll coin in the proper amounts• Set up your cash drawers• Determine if you balance at the end of the business

day


Customer Service ModuleIncluded in Module• What does the customer think?• Professionalism• Matching your customer’s style• Things you should and should not say• Resolving conflict• How to say “no” to a customer

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Objectives• Identify proper customer greetings• Recognize features of professionalism• Identify customer styles and develop reactions to

those styles• Use positive phraseology• Identify factors of conflict and methods of resolving

them• Identify way to constructively say, “No”


Deposits ModuleIncluded in Module• Adding funds• Accuracy of Deposit Slip – preprinted form, blank/

counter form• Split Transactions – cash back deposit, following

procedures• Simple Deposit• Filling in a Deposit Slip• Commercial Deposits

Objectives• Identify what information must be filled in by

customer on a deposit slip• Recognize the difference between a simple deposit

and a split check deposit


Identification ModuleIncluded in Module• Importance of identification• Two forms of identification• Acceptable identification – Samples of acceptable

ID, matching picture to customer• Unacceptable Identification – Samples of

unacceptable ID• Matching endorsement to identification• Policies and Procedures

Objectives• Identify acceptable forms of ID for check-cashing

purposes• Identify situations in which two forms of ID are

required• Identify unacceptable forms of ID• Identify why ID protects you and the bank


Miscellaneous Transactions ModuleIncluded in Module• Money Orders• Travelers Cheques• U. S. Savings Bonds – Redemption• Official/Cashier’s Checks• Credit Card Cash Advance• Safe Deposit Entry• Miscellaneous Income – General Ledger

Objectives• Recognize the steps in issuing Money Orders,

Travelers Cheques, and Official Checks• Identify the procedures for taking applications and

redeeming U. S. Savings Bonds• Process credit card cash advances• Understand how to process other types of

miscellaneous fee income


Payments ModuleIncluded in Module• Payment Type – fixed, variable• Accepted Payments – credit card accounts, personal

lines of credit, installment loans, home equity line of credit, student loans, mortgages

• Payment Coupon/Slip• Additional/Partial Payments

Objectives• Identify fixed and variable loan products based on

payment arrangements and other features• Recognize regular loan payment situations, as

well as when partial or additional payments are acceptable


Products and Services ModuleIncluded in Module• Customer Transactions – products and services

– individual / retail / business / organizations / municipalities

• Personal Accounts – Checking, savings, Certificates of Deposit, retirement, investment services, mortgages

• Business Accounts - Checking, savings, Certificates of Deposit, pension plans, payroll services, cash management services, working capital loans

• Other Accounts – Credit card, installment loan, line of credit, home equity line and loan, mortgage

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• Services – Debit card, foreign currency exchange, 24-hour deposit, drive up window, bank by mail, ATM, safe deposit box

Objectives• Recognize the types of customers we serve• Become familiar with our products and services


Professional Dress ModuleIncluded in Module• Identify the components of the “professional” look

for a financial institution• Identify the ways to build a strong wardrobe

foundation• Recognize that clothing is a good fit• Identify appropriate accessories and how to add

finishing touches

Objectives• Dress appropriately for the workplace• Choose appropriate business wardrobe

accessories• Exhibit good grooming at work


Regulations – Criminal Activities ModuleIncluded in Module• Bank Secrecy Act/USA PATRIOT Act – Requirements

of Teller, money laundering, large currency transactions, exemption status

Objectives• Explain the purpose and provision of the Bank

Secrecy Act, which requires banks to record or report processing of certain types of large cash transactions, as well as “suspicious” activities related to large cash transactions

• Explain the purpose and provisions of the USA PATRIOT Act, which requires banks to take precautions to prevent bank products and services from being used to aid in the financing of terrorist activities

• Present the responsibilities of Tellers in complying with these laws and regulations


Regulations – Customer Protection ModuleIncluded in Module• Right to Financial Privacy Act/Gramm-Leach-Bliley

Act (Regulation P)• Community Reinvestment Act• Servicemembers Civil Relief Act

Objectives• Explain the purposes and provisions of privacy laws

and regulations protecting the confidentiality of customer financial information

• Explain the law and regulation designed to help assure that banks meet the credit needs of their branch communities and active duty military service members

• Present the responsibilities of Tellers in complying with these laws and regulations


Regulations – Product Information ModuleIncluded in Module• Truth in Savings Act (Regulation DD)• Electronic Fund Transfer Act (Regulation E)• Expedited Funds Availability Act/Check Clearing in

the 21st Century Act (Regulation CC)

Objectives• Identify at least two reasons why the banking

industry is regulated by the federal government• Define the purpose of selected laws and regulations

concerned with the marketing and delivery of bank products and services

• Present the responsibilities of Tellers when complying with these laws and regulations


Robbery ModuleIncluded in Module• Before a Robbery – Be alert/keep neat work area/

be efficient/description of individual/vehicle• During a Robbery – Safety, bait money/dye pack,

hold-up note, comply with demands, silent alarm• After a Robbery – Inform Supervisor, means of

escape, notify authorities, secure facility, Robbery Description Report Form

Objectives• Follow appropriate procedures before, during and

after a robbery• Describe measures to prevent robberies

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Security – Schemes Aimed at Customers ModuleIncluded in Module• Cash related schemes and how they affect your

customers• Investment related schemes and how they affect

your customers• Identity theft• Components of the Identity Theft Protection

Program (ITPP)

Objectives• Recognize cash-related schemes aimed at

customers• Recognize investment-related schemes aimed at

customers• Recognize activities related to identity theft


Security – Schemes Aimed at Financial Institutions ModuleIncluded in Module• Security and its Importance• Con artists• Fraudulent Checks - New Account, Split Deposit,

Check Kiting, Temporary Check, Forged Approval• Check Related Schemes and How they Affect Your

Financial Institution• Cash Related Schemes and How they Affect Your

Financial Institution• Bomb Threats

Objectives• Recognize characteristics of con artists• Recognize fraudulent checks• Recognize check and cash-related schemes aimed

at Tellers• Be aware of and prepared for other criminal actions

aimed at the institution


The FDIC ModuleIncluded in Module• The FDIC – what it is• The basics of federal deposit insurance• Examples of coverage

Objectives• Explain the purpose and functions of the Federal

Deposit Insurance Corporation• State the general qualifications for deposit

insurance based on account type, ownership, and account balances

• Demonstrate the appropriate response to questions regarding federal deposit insurance


Withdrawals ModuleIncluded in Module• Ways to save• Determining type of account• Withdrawal Slip – accurately and completely filled

in identification• Power of Attorney• Not Negotiable

Objectives• Identify the requirements for a withdrawal slip to

be correct and acceptable• Identify the precautions to be taken before

processing a withdrawal


Your Role as a Teller ModuleIncluded in Module• Teller Responsibilities – accuracy and efficiency• Bank as a Business – sources of income, types of

expenses• Provided to Customer – explanation of types of

products• Customer Service

Objectives• Identify the elements of quality service and good

customer relations• Identify the organizational methods of the banking

industry• Identify the elements of how a bank makes a profit


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TRAINING COURSESTe

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For more information on TRC Interactive’s online training products and solutions or to schedule a demo, contact us using the information below:

Address:P. O. Box 66854200 Crums Mill RoadHarrisburg, PA 17112-0685

Phone: 800.222.9909717-652-3100

Fax: 717-652-8281

CONTACT INFORMATION

Website: www.trcinteractive.com

Email:[email protected]@trcinteractive.com

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